ING Group banks on ServiceNow HR service delivery improvements

As part of a three-month project to deploy of ServiceNow HR Automation, ING created a new self-service HR portal that enables its 25,000 employees to access to information on a range of widely queried topics, such as health compensation and learning.

Matthew Finnegan is the former editor of Computerworld UK. He joined IDG in January 2013, having spent two years writing for various online tech publications. He still covers enterprise technology over at Computerworld in the USA.

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Dutch multinational bank ING has deployed ServiceNow’s cloud-based service delivery tools, allowing the firm to reduce the time and cost required to deliver HR services.

The bank had previously relied on call centres and face-to-face interactions for the majority of its HR enquiries. As part of a three-month project to deploy of ServiceNow HR Automation, ING created a new self-service HR portal that enables its 25,000 employees to access to information on a range of widely queried topics, such as health compensation and learning.

The software as a service (SaaS) system also allowed ING to automate its manual HR process. For example, this meant routing staff enquiries on a certain topic – including more complex requests such as sabbaticals of leaves of absence - to the correct HR expert.

Furthermore, it was possible to create one system of record to streamline all HR requests, integrating into existing HR systems and consolidating unneeded tools.

“Thanks to ServiceNow, the automation opportunities have meant that employees have much of the information they need right on their fingertips, significantly increasing employee satisfaction, and dramatically reducing the number of steps taken for information to be accessed. We see ServiceNow as a key partner in our transformation efforts.”